The new support tracker was announced via a blog post on the Steam website. Along with the announcement, Valve describes the improvements made in its support efforts, along with its efforts to continue improving support going forward. The post says:
That’s a healthy goal, and one that gamers will surely appreciate. This kind of transparency is good for multiple reasons. First, it shows concrete evidence of the effort Valve is putting into resolving concerns and improving its support services. The second is that it shows just how inundated the company is with support tickets. It’s easy for gamers to worry about their own situation, but this graph shows how many people are requesting help, and how quickly Valve is able to respond.
Interestingly, most of the support tickets submitted are related to the company’s refund policy on Steam. The blog post has this to say on the subject:
The blog post also mentions the second biggest support issue, which is Steam Account Security & Recovery. According to Valve, these requests have to do with people forgetting login information or experiencing hacks, which can take a little longer to resolve. That said, the company is able to resolve these problems in 24 hours for more than 98 percent of requests.
All-in-all, this additional transparency seems like a good move for Valve. It builds loyalty, and shows users how hard the company is working to resolve issues within the community. Now if only Valve would announce Half Life 3, that would be the icing on the cake.
Source: Steam
